Tim Cook announces changes to Apple's Chinese warranty policy

Apple CEO Tim Cook has announced changes to Apple’s warranty policy in China, along with apologizing to Chinese customers for any confusion with the original policy. In a letter on Apple’s Chinese website, Cook announced that going forward, Apple would provide more warranty information and train staff members based in China better. Cook also promised changes to the repair policy for the iPhone 4 and iPhone 4S, with those customers under a one-year warranty able to receive a replacement device rather than their old device with new parts, if their device meets the criteria:

Consumer iPhone 4 or iPhone 4S Apple or an Apple Authorized Service Provider has been part of the re-assembly kit maintenance, we will replace them as whole and for maintenance after the iPhone recalculated from the date of repair year warranty. Apple’s warranty system has been updated for the information and, therefore, affected consumers do not need to take any additional action.

Apple has faced significant criticism in the Chinese press lately for its previous policy. It had been reported that Chinese customers were given phones with replacement parts where in other countries, customers brand new devices. While Cook says in his letter that Apple saw a 90% satisfaction rate with their repair services in China, they have decided to go in this direction because many felt that a good number of repairs effectively turned older devices into new ones, without the benefit of a completely new device. Apple is also working with authorized service providers to ensure that they follow these new policies as well.

Reader comments

Tim Cook announces changes to Apple's Chinese warranty policy

That is beyond annoying. When you are supposed to get a brand new device, you shouldn't be stuck with your old device with some new parts. It doesn't matter what country you are in, your repair policy should be the same throughout all countries. It a shame that China was treated differently.

When will they extend this policy to Europe? When will Apple start providing post-sales support, too? Why do I need to send my phone away for 2 to 4 weeks in case of a warranty repair? Why does every other manufacturer provide better serivce than Apple despite Apple's being the most expensive? Could Apple's declining market share in Europe be reflecting this? Just wondering...

As much as people are saying this is Apple "bowing down" to the Chinese Government, this may be a good thing in the long run. Keep in mind that the Government owns China Mobile which is the service provider in the country. If Apple makes the Government happy, it may grant Apple with a contract to sell iPhones through them.

Hope the same will apply to warranty policies for all countries. I come from Indonesia and had in the past tried to send in my iPhone 4 for repairs and was told by service reps that the phone will have to be fitted with new parts as iPhones do not enjoy the same global policies as iPads. Global Policies mean that devices can be replaced with ones as long as it meets criterias. Shocking.